CX leadership and contact center management—strategy, operating models, customer‑centric culture, EX/AX, coaching, change management, service design, VoC, governance.
Gaurav Jain, COO of Redcliffe Labs, shares how automated booking speeds up home blood tests while patient ratings and a ready helpline keep people confident in their results.
What CX Current's Top 50 Leaders Transforming CX have in common, and what other customer experience leaders can learn from them
Brad Meiller of Spectrum Brands discusses the importance of well-planned implementation, and maintaining human empathy in customer interactions.
Sajan Mathew, Senior Manager of Customer Experience at Autodesk, on the structural reasons NPS became a vanity metric and what CX teams should measure instead.
Veronica Moturi, Chief Customer Officer at Brinks Home, traces consistency back to simpler roles, clearer measures, and telling her floor the hard part of an AI rollout first.
Sudi Navile, Chief Customer Officer at SID Global Solutions, explains why AI hype headlines are creating false momentum inside organizations, eroding customer trust, and producing decisions that a 30-second customer search can expose.
Laura Downing, VP of Global CX Strategy Consulting at TP, argues that most organizations already have more than enough customer feedback and that the real failure is the absence of an operating model that ties insight to ownership, workflow changes, and measurable business outcomes.
Nuwika Reddy, Customer Success Manager at Entrust, explains why peer experience is becoming the knowledge infrastructure playbooks can no longer provide.
Ramesh Kalava, Principal Cloud Solution Architect at Microsoft, explains how a structured co-delivery model with partners prevents enterprise software from becoming shelfware by proving value in six to eight weeks and scaling through joint governance.
Dylan Bates, Head of Customer Success at HeyPros, argues that the industry's over-indexing on process and tooling is producing CS professionals who lack the foundational human skills that actually drive long-term customer value.
Lynell Wagenman, a revenue-focused Customer Success leader, explains why companies that invest in data systems and outcome-based design before scaling headcount build the kind of predictable retention that boards and investors want to see.
Without a defined operating model, teams default into reactive executions that stall progress. Marvin Norfleet of Fiserv shares his framework for smooth implementation across stakeholders.
Will Croushorn, a QSR product leader behind 600+ voice AI locations, details how store-floor insights and inclusive design can power the next generation of customer experience.
CX and transformation executive Tabitha Dunn, CEO and Founder of TD Results, shares her three-part framework for turning customer experience into a meaningful driver of operational change.
Matt Beks, a customer success leader with over a decade in SEO and digital marketing, believes that resilient Customer Success teams are built on executive trust, well-defined workload structures, and operational playbooks.
Andra Harders, Customer Success Manager at Cresta, explains how AI-powered visibility into every agent conversation is transforming contact center coaching from guesswork into targeted, outcome-driven leadership.
Burgoyne Hughes, Senior Director of Customer Service Centers at GE Healthcare, outlines a CX model built for clinicians who see support as an interruption, not an experience.
Wes Griffith, Senior Director of Global Consumer Support Experience at Coinbase, details how automation is changing support roles and elevating specialists to handle the moments that matter most.
At Deel, Senior Manager of Customer Success Darren Ellicott shares why resilient CS teams emerge from smarter process design and internal empathy.
Mariam Muzaffar of Descartes & Mauss explains how Customer Success teams use focus, strategy, and tough conversations to drive client outcomes and growth.
Mital Patel of Barracuda shows how hands-on leadership and actionable empathy turn customer success into trusted, strategic partnerships.
Alexandra Bannon of TeamViewer shares how thoughtful listening and human judgment in customer success turn tense interactions into trust-building opportunities while leveraging AI to work smarter.
Pratyay Bhattacharjee, a Customer Success Manager at eka.care, shares how predictive data and human insight help his team thoughtfully intervene with customers to prevent churn.
Wintrust Financial Senior VP Michael Wichmann shares how security maturity guides smarter tradeoffs, keeping customer experiences stable as fraud and AI-driven threats accelerate.
Titan's Sabharatnam Narayanan shares his CX strategy: shift from service to co-creation, fostering emotional connection & customer narratives for loyalty.
Transformation is a human challenge, not a tech one. An M&T Bank SVP shares her framework for success, starting by redefining the very concept of 'customer.'
Kasyap Vissapragada, Director of E-commerce AI Experiences at Walmart, explains how the company’s long-standing culture of listening now shapes its modern AI strategy.
Healthcare CX leader shows how intentional design, evidence-backed strategy, and human-centric tech build powerful CX that can reduce need for reactive service and support value-based care outcomes.
Erik Vogel (VistaXM) explains why confusing CX with support costs revenue. Learn his playbook for turning insights into action and leveraging AI.
Aurelia Pollet, VP of Customer Experience at CarParts.com, outlines how clearly defining CX strengthens accountability, aligns teams, and drives measurable business impact.
Sven Gierlinger, Chief Experience Officer at Northwell Health, outlines how unifying human, digital, and physical touchpoints can reduce friction in care.
Vasif Abilov, Sales Operations Program Manager at Amazon, explains how urgency, honesty, and human diagnosis build stronger customer trust.
Robert Kugler, Cresta's Head of Security, explains how an engineering-first approach turns security into a competitive advantage, building trust and accelerating business.
FedEx's Ankur Gupta explains how CX leaders leverage AI to reduce context switching, gain customer insights, and craft a unified, impactful narrative.
Ivo Koster, the former Microsoft leader behind Xbox Support's transformation, explains why enabling human agents to build brand loyalty is the real opportunity for AI in CX.
Bradly Sax, VP of Customer Strategy & Experience at Centinel Public Partnerships, shares how a purpose-driven culture strengthens customer experience and turns belief into measurable business results.
David Malouf, Director of UX Design for AI at Walmart, explains why user experience design is making a generational leap from creating static interfaces to intelligent personalities.
Jae Washington, Head of Community at Headspace, explains why so many brands today treat community as a marketing buzzword instead of a strategic tool to build trust, drive customer retention, and create a lasting competitive advantage.
Barry Cooper, Group Head of Customer Experience at Moneycorp, explains how his people-first AI strategy creates better coaches, happier teams, and a healthier bottom line.
Cecilie Kalhøj Kobbelgaard, Global Customer Journey Manager at GRUNDFOS, discusses how she solved internal fragmentation with a "cookbook"—a shared framework for scaling customer experience. Learn her playbook for creating a unified CX operating system.
James Russell, Head of Customer Transformation at Cresta, reveals how to revive the "lost art" of human-centric change management.
AI is transforming customer success from a reactive service to a strategic partner role, according to Wellhub's Director of Customer Success Shi Yunn Chua.
James McDonald, CCO at GOLFZON America: How customer service leaders are finding that impressive speed metrics can mask the underlying health of the customer relationship.
Michelle Norcross, a CS executive at Fifth Third Bank and ex-Avon and Luxottica, discusses the importance of engaging with customers to reinforce brand trust.
Daphne Costa Lopes of HubSpot discusses AI's emerging role as a "co-pilot" for CSMs, unlocking ROI through efficiency and effectiveness.
Raj Kadiyala of IBM highlights data quality as a critical factor in successful AI customer service implementations.
Press Ganey Forsta's Rebecca J. Becker discusses using data to replicate the personalized service of small shops.
Kate Guenther, Aritzia's VP of Customer Experience, discusses AI's role in maintaining human connection while improving service quality.
Deepali Joshi of Omada Health discusses the power of problem-first approaches to AI in healthcare, prioritizing strategic objectives over trends.
